Data and technology add value to more than contact centers.
Until recently, many experts were predicting the inevitable demise of the contact center. They assumed that the benefits of email, social media and other digital touchpoints push customers away from Interactive Voice Recognition (IVR) systems and potentially long hold times. That didn’t happen. Now, many contact centers are being digitally transformed into profit centers that are crucial to the success of their brands.
They’re now able to offer better contact center experiences. This requires a deeper understanding of each customer. Having this information allows customer service representatives to engage in more personalized, targeted interactions. Plus, they’re improving experiences beyond the contact center. By using innovative digital self-service and video solutions, they can proactively answer questions before they’re even asked to create new opportunities for customer interaction.
To learn new ways for driving digital engagement and profitability, read our report.
Digitally reinvent your contact center.